سرپرست ارشد خدمات پس از فروش

توضیحات آگهی

About Digikala
Digikala is the largest e commerce platform in Iran serving millions of customers through a technology driven marketplace Our Aftersales Operations team plays a critical role in delivering a seamless post purchase experience by managing returns warranty repair replacement and customer issue resolution processes
We are looking for an experienced Aftersales Operations Senior Supervisor to lead daily operations drive process excellence and ensure service quality across our aftersales ecosystem
About the Role
As an Aftersales Operations Senior Supervisor you will oversee the execution of aftersales operational processes manage a team of specialists and supervisors monitor operational performance and collaborate with cross functional teams to continuously improve customer experience and operational efficiency
Key Responsibilities
Lead and supervise the daily execution of aftersales operations ensuring smooth and timely processing of customer requests
Manage and develop the aftersales operations team through coaching performance management and continuous feedback
Monitor operational KPIs and service level agreements SLAs identifying performance gaps and implementing corrective actions
Ensure compliance with operational policies warranty procedures and quality standards
Analyze operational data to identify trends bottlenecks and opportunities for process improvement
Collaborate closely with Customer Service Logistics Marketplace Commercial Product and Technology teams to resolve operational issues and improve end to end customer journeys
Drive continuous improvement initiatives to enhance productivity reduce turnaround time and optimize operational costs
Prepare regular operational reports and performance insights for management
Support workforce planning resource allocation and operational readiness during peak campaigns and business events
Act as the primary escalation point for complex operational cases and critical customer issues
Qualifications
Bachelor s degree in Business Administration Industrial Engineering Operations Management or a related field
4 6 years of experience in operations aftersales supply chain customer operations or a similar environment
At least 2 years of experience leading or supervising operational teams
Strong analytical skills with experience working with operational metrics and dashboards
Excellent problem solving and decision making abilities in fast paced environments
Strong communication and stakeholder management skills
Proficiency in Microsoft Excel familiarity with SQL or BI tools is a plus
شرکت نوآوران فن آوازه
دسته بندی فروش و خدمات پس از فروش
نحوه همکاری تمام وقت
نوع همکاری حضوری
مدرک تحصیلی مهندسی صنایع
سابقه کار مدیر میانی
حقوق توافقی
شهر تهران